Senior Manager, Customer Operations

Duettoresearch

United States, United States
**
Customer operations leadership
B2b saas environment
Salesforce crm proficiency
** Duetto Research is seeking a Senior Manager for Customer Operations to lead and optimize the Customer Success & Experience (CSX) organization as it scales to 70,000 hotel customers by 2028. The ideal candidate will have a strong background in Customer Operations within a B2B SaaS environment, with proven leadership capabilities and experience in process building. **

Job Summary

  • The Senior Manager, Customer Operations is responsible for building and maintaining the infrastructure that decouples revenue growth from headcount costs for the Customer Success & Experience (CSX) organization.
  • Key responsibilities include leading team development, establishing operating rhythms, governing systems and CRM, architecting customer journeys, and driving self-service and AI strategy.
  • This role requires a proven ability to build processes from scratch, strong proficiency with the customer tech stack, and a data-driven mindset to make resource allocation decisions.

Matching Summary

Match Score: 75

** Duetto Research is seeking a Senior Manager for Customer Operations to lead and optimize the Customer Success & Experience (CSX) organization as it scales to 70,000 hotel customers by 2028. The ideal candidate will have a strong background in Customer Operations within a B2B SaaS environment, with proven leadership capabilities and experience in process building. **

Skills & Requirements

Must-have

  • Customer Operations leadership
  • B2B SaaS environment
  • Salesforce CRM proficiency
  • Process building from scratch
  • Data-driven KPI tracking
  • Cross-functional collaboration

Nice-to-have

  • Hospitality technology experience
  • Scaling customer organizations
  • AI-driven support tools
  • Workforce planning modeling

Key Requirements

  • 5+ years in Customer Operations, Revenue Operations, or similar B2B SaaS function
  • Experience managing individual contributors and driving team performance
  • Proven ability to build processes and write documentation
  • Strong proficiency with Salesforce, Pendo, and AI platforms
  • Data-driven mindset with ability to define and track KPIs
  • Experience partnering with Sales Operations or Revenue Operations

Work Rights

Not specified

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